Mark A. Massa, D.D.S. Inc

Initial Business Response /* (1000, 16, 2015/09/03) */
(Revdex.com - converted from original document. See file.)
Consumer Protection Section
30 East Broad Street
14th Floor
Columbus, OH 43215
September 1, 2015
Mark *. O[redacted], DMD
245 Sterkel Blvd
Suite 100
Mansfield, OH...

44907
419.775.7405
Re: [redacted] Complaint [redacted]
Dear Sir/Madam;
In response to your letter, this is our explanation.
1I have enclosed copies of all communication in regard to the [redacted] account.
The issue started with the submission of the dental claim for [redacted] for DOS 2/9/15. When it was initially sent the [redacted] the software ([redacted]) pulling the incorrect fees for Dr O[redacted]. When we received payment from [redacted] we found the problem and decided we would write off the amount due as a professional courtesy instead of billing the patients account. It zeroed out the account and as far as we were concerned the matter was closed to the patients good.
[redacted] called the office after reviewing her EOB from the insurance company and thought that we had overcharged the account. I "tried" to explain to her what had occurred and that we had written off the $91.80 since it was a mistake on our behalf. She still felt we had "overcharged" the account.
then told her that I would write a letter to [redacted] and resubmit the claim with the corrected fees (copy enclosed). This meant that I had to add in the amount we had written off in their behalf-$91.80. [redacted] did reconsider the claim with the corrected fees and only paid an additional $2.00. This was applied to the account and now it meant that there was an amount due of $89.80.
I have tried on multiple times to get Mrs. [redacted] to come in so that I could explain and show her in detail all the information, but she has never come in to do so.
It is our desire to work with all of patients to make everything very clear to them where their insurance and accounts are concerned. We give all patients an "estimate only" of what their co-pays will be. That is our office policy.
We certainly want to clear the matter to the good for all parties involved and would be glad to sit down with the [redacted] to help them understand that once they requested the claim be resubmitted there was a good possibility of more co-pay due on their account. Also, [redacted] has a very low UCR for this procedure which is another reason for the co-pay.

If you would like to speak with me on this matter, you may contact me at the number above.
Sincerely,
Deborah M[redacted]
Office Manager
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 18, 2015/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, she was not the one that contacted [redacted]-I DID! The first time I called her was to ask if the difference with what we owed and the amount that my husband paid on the day of service was because it was out-of-network. During the conversation, she made a comment "Just be glad we don't bill you for the $91.80." But I can see that she didn't include that in her statement. A few days later, I received a bill for $91.80. I will say it again: the call was not about that. I was the one that contacted [redacted] because the total was $1,225.00 on the day of service, but only $1,081.00 was submitted. I don't buy the candy-coated letter because it is backwards. Yes, she has asked several times for me to come to the office to talk. And like I told her several times on the phone, it is hard to do with my work schedule. I don't work a job for 2-3 days a week. I work (scheduled) 6 days a week- 10-12 hours (scheduled) a day. And it is senseless to use my personal or vacation time for this matter. It is really ironic that they tried to do the same thing to me when I went to them for a root canal. They sent me a bill, I called and Deb M[redacted] said I owed it. A short time later, a letter came in the mail that she screwed up because of new software! And the bill was a lot less! So, after all this time, is the excuse the software again?